Manager, Contact Center Partnerships
Webster Financial
Connecticut
Workplace: RemoteFull timeUSD 74,000 - 86,000 annuallyFunction: Business Development & PartnershipsExperience: 5-7 yearsEducation: certificationSkills: ["Organizational skills","Critical thinking","Data analysis","Prioritization","Managing multiple priorities"]Manage day-to-day performance of multiple outsourced contact center sites supporting Webster Bank. Ensure BPO partners maintain service requirements and exceed KPIs through staffing alignment, escalation handling for complex client issues, and operational risk mitigation. Partner with program and quality leaders to monitor performance, drive continuous improvement, and track strategic goals via dashboards and reporting. Plan and lead WBR meetings with BPO partners and implement strategy alongside the Contact Center Director. 25% travel required.
